Case Study: TruGreen achieves $85M in self-service payments and six-figure cost savings with NICE Systems CXone

TruGreen Grows a Vibrant Contact Center with NICE CXone

TruGreen, the largest professional lawn care company in the U.S. with over 2.3 million customers and highly seasonal demand (up to 100,000 interactions daily in summer), faced an unreliable, inflexible on‑premises Cisco contact center that was expensive to maintain, hard to scale or integrate, and frequently went offline—hindering customer service and growth.

By deploying NICE CXone (omnichannel routing, MAX, Personal Connection, APIs, WFM and QM) TruGreen implemented intelligent routing, omnichannel handling and self‑service IVR payments. The results: $85 million collected via self‑service, elimination of an outsourced calling center (saving six figures), 80% fewer support/implementation hours, a 35‑second reduction in call connection time, lower telecom costs, higher agent productivity and improved customer satisfaction.

TruGreen

Chris Scholl

Senior Voice Engineer & Enterprise Architect